Who is this course aimed at?

Anyone working in a customer-facing position who needs to improve their skills and learn how to handle customers in a more effective way. This course can be booked as an open course from our course schedule at our Bristol training premises, or we can provide this as an inhouse tailored course. Contact us on 01454 203430 for more details on this.

Prerequisites

None, although it would be helpful if you have had experience of dealing with customers previously.

Course content

Customer service basics
Customers
The service culture

Customer service skills
Organisation skills
Communication factors
Personal motivation

Greeting customers
Greeting overview
Phone and e-mail messages
Rapport and how to build it

Listening and questioning
Developing listening skills to ensure the customer gets heard
Making sure you understand the customer - using questioning

Responding
Responding to customers
Resetting expectations
Working toward solutions and resolving issues

Resolving issues
Customer appreciation
Follow-up techniques

Using what you've learned
The implementation phase
Resources and tools